Desktop Tech II

Fives DyAG Corp.; Florence (KY); On-site; USD 23,000 - 30,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

AD&D Insurance

Disability Plans

Employee Assistance Program

Paid Holidays

Paid Time Off

Paid Parental Leave

401(k)

FSA/HSA

Job summary

Compucom Systems, Inc. seeks a Level II Desktop Technician to provide on-site support in Florence, KY.

You will diagnose and repair hardware/software, manage user accounts, and coordinate with other teams to resolve escalated issues across laptops, desktops, tablets, printers, and mobile devices. Responsibilities include documenting steps in the ticketing system, meeting SLA targets, and communicating clearly with customers and stakeholders.

Qualifications

• Associates degree or equivalent experience in Computer Science or Information Technology preferred.
• Knowledge of the assigned area required.
• Desktop and/or Infrastructure support experience.
• Account Specific Training or Certification.
• Technical writing competency.
• Coding/programming competency.
• Cloud & SaaS services competency.
• Sound understanding of customer support, operations, and processes.
• Able to communicate effectively both written and verbally with stakeholders and customers.
• Ability to coordinate and prioritize multiple tasks while ensuring quality.
• Demonstrated ability to work in a fast-paced, client-driven environment.
• Working knowledge of Windows OS, networks, databases and security concepts.
• Working knowledge of MS Office application suite.

Responsibilities

• Diagnoses mechanical, hardware, software and systems failures using established procedures.
• Performs service, repair and/or installation of computer products including hardware, software, MFD printers, PCs, laptops, printers, cell phones, tablets, servers, and networking.
• Manages user accounts and permissions, and performs password resets.
• Documents notes and updates in ticketing systems to track issues.
• Communicates with customers at all levels of technical and non-technical skill sets.
• Provides status updates per SLA guidelines.
• Escalates complex problems to appropriate support groups.
• Follows SOPs and utilizes knowledge management.
• Collaborates with colleagues across the organization.

Skills

Customer service focus

Effective communication

Time management

Network concepts

Windows OS knowledge

MS Office suite

Technical writing

Cloud & SaaS knowledge

Problem solving

Coding skills

Education

Associate degree in CS/IT

Job description

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We’re looking for a Level II Desktop Technician to join our team.

The Level II Tech is responsible for providing onsite support to internal or external customers in resolving complex or escalatedtechnology issues. They ensure the proper day-to-day operation of applications and equipment andtroubleshoot on-site software and hardware issues on laptops, desktops, tablets, smartphones and/orprinters. They also may resolve higher level support to servers, and/or network equipment or performupdates, repairs, upgrades, backups, and other maintenance tasks.As a Level 2 Technician, they may serve as a liaison between customers, departments, and within the organization to lead problem resolution and change management processes. Their work may be more technical in nature and could include more complex tasks, such as performing data transfers or buildingimages.

This role is onsite in Florence, KY

Responsibilities:

• Diagnoses mechanical, hardware, software and systems failures, using established procedures
• Performs service, repair and/or installation of computer products including system hardware and software, MFD printers, PC's, laptops, printers, cell phones, tablets, single and multi-processor servers, and wired/wireless networking
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
• Consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor issues
• Communicates with customers at all levels of technical and non-technical skill sets
• Follow-up with end users to provide status updates as per service level guidelines (SLA's)
• Elevates complex and/or high-priority problems they cannot solve to the appropriate support groups for resolution (L2 Tech, Manager, etc.)
• Follow all standard operating procedures (SOP) through the effective use of knowledge management
• Works collaboratively with people across the organization

Skills and Qualifications:

• Associates degree preferred or equivalent experience in Computer Science or Information Technology from an accredited school
• Knowledge of assigned area required
• Desktop and/or Infrastructure support Experience
• Account Specific Training or Certification
• Technical writing competency
• Coding/programming competency
• Cloud & SaaS services competency
• Sound understanding of customer support, operations, and processes
• Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Demonstrated capability to achieve results in a fast-paced, client driven environment
• Strong desire and enthusiasm to serve customers
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
• Working knowledge of the Microsoft Office application suite including MS Outlook

Wage Range:

The hourly rate for this position is between $16.50- $22.00 per hour, unless the local minimum wage is higher. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits:

• medical insurance
• dental insurance
• vision insurance
• life insurance
• AD&D insurance
• disability plans
• Employee Assistance Program
• paid holidays (up to 12 days annually)
• paid time off (minimum of 10 days annually, which increases with seniority level)
• paid parental leave (minimum of 10 days annually)
• 401(k)
• FSA/HSA pre-tax benefits

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Expiration Date:

This posting is anticipated to remain open until 11/25/2026.

Equal Employment Opportunity:

Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

Work Authorization:

Candidates must be authorized to work in the United States without the need for current or future employer sponsorship.

Arizona Applicants

TO THE EXTENT REQUIRED BY APPLICABLE LAW, THE COMPANY MAINTAINS A SMOKE-FREE WORKPLACE.

California Residents

PLEASE REVIEW THE CALIFORNIA CONSUMER PRIVACY ACT NOTICE.

We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.

Maryland Applicants

UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.

Massachusetts Applicants

IT IS UNLAWFUL IN MASSACHUSETTS TO REQUIRE OR ADMINISTER A LIE DETECTOR TEST AS A CONDITION OF EMPLOYMENT OR CONTINUED EMPLOYMENT. AN EMPLOYER WHO VIOLATES THIS LAW SHALL BE SUBJECT TO CRIMINAL PENALTIES AND CIVIL LIABILITY.

Rhode Island Applicants

THE COMPANY IS SUBJECT TO CHAPTERS 29-38 OF TITLE 28 OF THE GENERAL LAWS OF RHODE ISLAND AND IS THEREFORE COVERED BY THE STATE’S WORKERS’ COMPENSATION LAW.